AccountId: 011433970860
ContactId: 44a40163-b27f-4b55-b3dd-b2d1725b3388
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104639 ms
Total Talk Time (AGENT): 43469 ms
Total Talk Time (CUSTOMER): 47469 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/44a40163-b27f-4b55-b3dd-b2d1725b3388_20250207T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] from Baptist Outpatient Services. I need to check status on the claim, please.
[AGENT][NEUTRAL] Sure, I could check a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. Um 024489998.
[AGENT][NEUTRAL] Alright thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] This is on [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. What was the date of service for this client, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Data service is 926 24 in the amount of $10,768.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][POSITIVE] Thank you. I'm sorry, what is your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Of course all right well [PII], I am not showing that we received uh any claims for this member, so we certainly did not receive this one.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Um, I'll fax the claim.
[AGENT][POSITIVE] Sounds good. Do you have our fax number?
[CUSTOMER][NEUTRAL] Um, I do, I do. It's um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's it. Yes, ma'am. All right. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that would be it. Thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye